Experience
Customer Relations, VIP Desk
Preferred Hotel Group
September 2013 – February 2015 (1 year 6 months)Corporate Headquarters, Chicago
• Based in corporate headquarters in Chicago, liaised with 650+ partner hotels, revenue account management team, the data services department, travel industry sales and the marketing departments in order to provide personalized reservation and customer service to Preferred Hotel Group's top travel agents such as Amex, Tzell, Protravel, Carlson Wagonlit Travel etc., partners and callers of special Preferred Hotel Group (PHG) programs
• Facilitated service requests from the PHG Central Reservation Centers, analyzed agents' performance and provided summary/recommendations on monthly basis to ensure quality control
• Managed the phone lines and email boxes for Prefer loyalty program, Frequent Flyer program and Cruise Line partner. This included but where not limited to responding to inquiries, providing website assistance, booking reservations and managing special requests